Lead Help Desk Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a reliable Help Desk professional based in Manila to provide Level 1–Level 3 support for a global workforce. Oversee hardware, software, and account issues while ensuring smooth operations across time zones with overnight shifts in the Philippines.

You will collaborate with Global Tech Bar and other teams, manage device deployments, and help grow the Manila office. This role offers mentoring opportunities and a clear long‑term path into management.

Qualifications

• 3-7 years of Help Desk, Service Desk, Desktop Support, or Tech Bar experience.
• Level 1 and Level 2 troubleshooting with exposure to Level 3 issues.
• Strong customer service and end-user support skills.
• Experience supporting hardware, software, and account-related issues.
• Strong communication and collaboration skills.
• Experience working directly with end users in a professional environment.
• Ability to work U.S.-aligned hours with 4-6 hours of overlap.
• Located in or near Manila, Philippines.

Responsibilities

• Provide Level 1, Level 2, and occasional Level 3 support for global employees.
• Resolve hardware, software, account access, password reset, and device issues.
• Collaborate with Global Tech Bar, Desktop Engineering, IM, and other support teams.
• Manage laptop deployments, refreshes, and inventory for Philippines-based employees.
• Coordinate device shipping and hardware logistics.
• Serve as the primary Philippines-based support resource.
• Assist in establishing and supporting SPS's future Manila office/coworking location.
• Opportunity to mentor future Philippines-based resources and grow into a management path long term.

Skills

Help Desk

Troubleshooting

Customer Service

End-user Support

Hardware/Software

Communication

Team Collaboration

Tools

Jira

Confluence

Jamf

Intune

Job description

Shift is flexible, but the role requires 4-6 hours of daily overlap with the U.S. team, which typically means working overnight hours in the Philippines

Must Haves:

• 3-7 years of Help Desk, Service Desk, Desktop Support, or Tech Bar experience
• Level 1 and Level 2 troubleshooting experience with exposure to Level 3 issues
• Strong customer service and end-user support skills
• Experience supporting hardware, software, and account-related issues
• Strong communication and collaboration skills
• Experience working directly with end users in a professional environment
• Ability to work U.S.-aligned hours with 4-6 hours of overlap
• Located in or near Manila, Philippines

Plusses:

• Previous lead, mentoring, or team lead experience
• Jamf experience
• Intune experience
• Jira and Confluence experience
• Experience supporting a global workforce
• Geek Squad or similar high-volume support environment experience
• Additional language capabilities

Day to Day:

• Provide Level 1, Level 2, and occasional Level 3 support for global employees
• Resolve hardware, software, account access, password reset, and device issues
• Collaborate with Global Tech Bar, Desktop Engineering, IM, and other support teams
• Manage laptop deployments, refreshes, and inventory for Philippines-based employees
• Coordinate device shipping and hardware logisticsServe as the primary Philippines-based support resource
• Assist in establishing and supporting SPS's future Manila office/coworking location
• Opportunity to mentor future Philippines-based resources and grow into a management path long term.